Program Manager, Voice of the Customer

Figma•San Francisco, CA

3d•$127,000 - $269,000•Remote

About The Position

Figma is seeking a strategic, data-driven Voice of the Customer (VOC) Program Manager to build and manage a company-wide VOC program. This role, within the Product Support organization, will be responsible for gathering insights from various customer-facing channels, including Support, Sales, NPS, and community. The goal is to translate these insights into actionable signals for Product, Engineering, and Support teams. This is not merely a reporting position; the individual will own the entire insight loop, from identifying and prioritizing customer pain points to tracking their resolution and communicating successes back to customer-facing teams and product partners. The role involves cross-functional collaboration with Support, Sales, Research, Marketing, and Product, and will leverage AI to enhance efficiency. This is a unique opportunity to build a significant program at a company scale.

Requirements

Experience building and running a VOC program, as a PM or Manager, with a strong POV on what good looks like
A background in a customer-facing function (Support, Success, or Sales – Support preferred)
Demonstrated ownership mentality — a track record of identifying problems, driving solutions, and ruthlessly prioritizing when capacity is limited
Fluency in AI workflows and demonstrated ability to build lightweight, scalable processes quickly
Strong analytical and communication skills, with a demonstrated ability to translate data into compelling customer narratives, influence cross-functional stakeholders, and drive action across a range of audiences

Nice To Haves

Previous experience with Figma products

Responsibilities

Own the rhythm of VOC reporting and define the mechanisms that feed into the program, including launch insight reporting and ensuring insights are visible, shareable, and easy to act on across the org
Surface and prioritize the biggest customer pain points, align with Product and Engineering on roadmap prioritization, and advocate for customer needs – bringing wins back to Support and Sales to demonstrate program impact
Monitor and report on customer sentiment from pre through post-product launches, providing recommendations across Product, Support, and Sales on where to act — from unresolved pain points and product gaps to process improvements and sales blockers
Set shared, data-backed goals with Product and Engineering partners and monitor progress to help keep those goals on track
Work directly with Sales to bring customer problem statements into the VOC program and ensure field insights inform priorities
Integrate signals from NPS, Research, Sales, and community alongside Support data into a unified narrative that reaches Product and Engineering swiftly
Strategically implement AI workflows to build scalable processes that generate and deliver insights faster
Communicate customer insights across a range of audiences, from frontline support to Product leadership, with clarity and a strong point of view